We have quite a few remote agents using Genesys SIP Server (Engage) and from time to time some agents are having voice quality issues (working from home). Is there a way to detect this using Genesys SIP Server and perhaps pick it up via Platform SDK? If possible, I would prefer not to purchase a third-party MOS monitoring solution if we already have it in Genesys.
The best way is to enable RTCP-XR reports on each SIP endpoint and deploy a RTCP-XR collector. Most voice quality issues for WfH agents are down to local conditions such as internet or home WiFi.
Regards
You can also enable voipmetrics on MCP level in case of using full recording. You can choose OpenSIP solution as a collector for RTCP-XR stats (MOS).
Any link on documentation for this?
https://docs.genesys.com/Documentation/SESN/8.5.2/Developer/ConfiguringforNET
The settings are in the WDE / SIP EP configuration file:
...Thanks!
Can someone point me to what is RTCP-XR collector?
The publish message is sent to the specified collector address only if the vq_report_collector parameter is configured with the user@server:port;transport=udp format. For example, collector@127.0.0.1:5160;transport=udp.
Do we need to place it on each end-user PC or can it be just added into an Annex of CME (and later animals)
I was thinking about developing a tool like this:
- monitor MOS quality of a call
- remove the agent from the queue if MOS is below a threshold
Since we can have a myriad of SIP Phones/hardphone being used I would like to see if we can limit the control to changing something inside CME (or its later incarnations) and be able to monitor it via SIP Server. What is possible?
The collector is a SIP device that can receive a “PUBLISH” SIP message and record and display that data.
In many cases this can be done via an SBC management system, such as OVOC for Audiocodes. With Audiocodes it is a separately licensed product so if that’s what you use you might need to speak to your SBC vendor.
The documentation mentioned is SIP Endpoint doc, so the option works with Genesys SIP Endpoint. You can set it in the annex in CME, yes. We set it on the application level and everyone who logs in gets the settings
please can someone advise me where i can set this on application level - is this in WDE application options? thanks,
Check the link to documentation provided in the thread
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